ITIL ® Managing Across the Lifecycle Bukit Merah, Central

Course details

Participants will learn to implement, manage and improve Service Management according to ITIL® best Practices. An interactive approach is used combining lecture, discussion and case study experience to prepare participants for the ITI® Intermediate Managing Across the Lifecycle certification exam as well as providing valuable practical knowledge that can be rapidly applied in the workplace.

Lesson 1: Course Introduction

• Lifecycle positioning and transition
• The difference between open-loop and closed-loop systems
• Complex Monitor Control loops
• ITSM Monitor Control loops
• Relationship between Business and IT
• How to achieve business value with people, process and function 
• How to achieve business value with supplier relationship and technology alignment

Lesson 2: Management of Strategic Change (MOC)

• Value creation challenge
• Critical success components to managing lifecycle risk
• Business benefits
• Determining Benefit Realization
• Determining Value to Business VOI, ROI
• Determining Variable Cost Dynamics (VCD)
• Alignment of business policy, futuredirection and Demand Management
• Alignment to service portfolio and service catalogue management
• Planning and Defining scope
• Awareness of design and delivery model choices
• Budgeting, costing, service assets
• Intangible and Measuring benefits
• Assets- Service and Strategic influencing
• Defining awareness communication activities
• People Education and knowledge transfer management
• Business Relationship Management
• Service Structure and Value nets and value-chains
• Termination and Retirement of Services

Lesson 3: Risk Management

• Challenges, Critical Success Factors and risks to service management
• Identification of Risk
• Evaluation of Risk – CFIA, FTA, BIA, SFA, Risk Analysis and Management
• Corrective Actions
• Controlling Risk
• Transfer of risks
• Service Provider risks
• Contract risks
• Design risks
• Operational risks
• Market risks

Lesson 4: Planning & Implementing

• Activities during Plan, Do, Check, Act including Aspects of Strategy and the 4P’s of Strategy
• Policy considerations
• Strategy considerations
• Design considerations
• Transition considerations
• Directing
• Value of achieving business goals by guiding, leading and monitoring
• Controlling and Evaluating
• Value of verifying and using feedback to control lifecycle
• Organizational Form and Design
• Communication, Coordination and Control

Lesson 5: Understanding Organizational Challenges

• Organizational maturity
• Organizational structure
• Knowledge management and security of information
• Organizational transition
• Governance
• Balance in Service Operations

Lesson 6: Service Assessment

• Value of Measuring
• Why Measure
• What to Measure
• Value of Monitoring
• What to Monitor
• Reporting
• Service Portfolio assessment  across the lifecycle
• Assessment of achievements
• Corrective action
• Business Perspective and Improvements

Lesson 7: Understanding Complementary Industry Guidance And Tool Strategies

• COBIT
• ISO/IEC 20000
• CMMI
• Balanced Scorecard
• Quality Management
• OSI Framework
• Annuity
• Service Management maturity framework
• Six Sigma
• Project Management
• TQM
• Management Governance framework

Lesson 8: Exam Preparation

• Sample Exams
• Feedback
• Recap

Prerequisites

An ITIL® Foundation certificate and a minimum of 15 credits earned through the formal Service Lifecycle stream or Service Capability stream qualifications.

Learning Objectives

At the end of this course, you will learn:

• Managing the planning and Implementation of IT Service Management
• Lifecycle positioning and transition
• How to achieve business value with people, process and function
• Challenges, Critical Success Factors and risks to service management
• Risk Management
• Lifecycle project assessment
• Management of strategic change
• Understanding complementary industry guidance